FUNCTION:

Responsible for the daily activities of the hotel front desk. Checks guests in and out of the hotel, and handles guest complains professionally and efficiently.

RESPONSIBILITIES:

Always extend a warm welcome to guests with eye contact, using the guests name frequently during your interaction.

Deliver a seamless and professional experience managing early and late property arrivals/departures and walk-ins and all other tasks associated with guest room check-ins and check-outs.

Partner with Housekeeping and other related departments to meet guest expectations and special requests.
Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures.
Control and issue keys while promoting security, privacy, and confidentiality of all guests while providing a relaxing and hassle-free experience from start to finish.
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
Remain aware of all rates, packages, and special promotions.
Stay familiar with all in-house groups.
Be aware of closed out and restricted dates, and book rooms accordingly.
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
Have knowledge of emergency procedures and assist guests as needed.
Recommend changes where appropriate, create solutions, and always be looking for ways to better the operation.
Keep informed of arrivals, departures, functions, conventions, and events to effectively manage the front desk staffing, and assist guests with questions.
Assist in expediting check-ins/outs to minimize guest inconvenience.
Complete daily checklist so that all specifics are complete by end of shift.
Work closely with the front desk manager and front desk staff to ensure duties are complete (departures, discrepancies, airline reservations/envelopes, reports (credit, rooms revenue, arrivals, departures, etc.) special requests, mail, and inventory management (blocking, room types, upgrades, etc.)
Quickly react and follow through with guest and employee needs, in a professional and accommodating manner.
Receive guest complaints and take corrective action.
Communicate in verbal and written form to fully apprise management and staff of any pertinent information. Ask questions and seek guidance.
Establish and maintain effective channels of communication with all levels of the Nugget team and guests.
Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate.
Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
Regular predictable attendance is required.
Other duties and responsibilities as assigned.

REPORTING RELATIONSHIPS: Hotel Front Desk Manager

MINIMUM REQUIREMENTS:

Minimum 21 years of age.

EDUCATION LEVEL:

High School diploma or equivalent is required.

LANGUAGE:

Effectively communicate with others both verbally and in written form using the English language.

EXPERIENCE:

Minimum 1-year front desk agent experience required.

Minimum 1 year supervisory or leadership experience preferred.

SPECIAL SKILLS:

Advanced skills in the use of hotel computer software programs preferred.

LICENSE/CERTIFICATION:

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Ability to walk, stand, or sit for extended periods of time.

Ability to lift, and move product up to 50 lbs.

Fine finger manipulation.

Work environment may include smoke and variable temperature, lighting, and noise levels.

Work may be performed indoors and outdoors during special events.

Century Casinos Inc

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